Expert – Enterprise Support

Expert – Enterprise Support

Requirements

• High School Diploma/GED (Required)
• 2-4 years Customer Service or customer facing sales experience Required
• Less than 2 years Prior call center experience Preferred
• Customer Service (Required)
• Interpersonal Effectiveness Ability to thrive in a lively working environment and multi-task. Self-starter with independent ability to meet strong deadlines with detail and efficiency (Required)
• Cross Functional Relationships Work closely with Sales team as well as customer to ensure account health (Required)
• Articulate in Presentation Provide updates on account health, customer needs and concerns both internally and externally, in person and virtually (Required)
• MS Office Suite Responsible for communication with the customer via email and phone as part of research and solution implementation of customer needs (Required)
• T-Mobile Tools & System Knowledge Maintain up to date knowledge and awareness of all current departmental policies and procedures. Completes training requirements to stay current on existing and new systems and products, to grow skills, and to maintain proficiency on what we value and interpersonal requirements. (Required)
• Critical Thinking Adapt quickly and effectively to the unexpected and varying requests that arise while supporting multiple large corporate accounts. (Required)
• Task Management Effectively move between calls, written communication through Salesforce and reporting as described earlier. (Required)
• Problem Solving Ability to fully understand and resolve a variety of problems quickly and effectively. (Required)

Responsibilities

• Deliver outstanding Un-Carrier service through expert handling of requests via various communication channels for customers as well as our sales team. Resolve billing issues by confirming promotions and rebates are processed accurately and assist with buyback facilitation of devices.
• Assist Sr. Enterprise Experts and community as needed with Account Management activities for including mobile number management, new account activation, fulfillment of equipment needs.
• Assist the Sr. Enterprise Experts as needed with sales or billing requests, processing orders and renewals via portal or Salesforce. Effectively maintain and remain current with knowledge to support each group, department, and call center as business needs dictate.
• Run custom billing, usage and other account related activity reports that allow for management of the customer account as needed.
• Communicate proficiently with all levels of business customers, Sales and cross-functional partners. Engage in cross-functional partnerships for in-depth problem-solving. Deliver and stay in sync with customer care support needs as detailed by contractual agreements.
• Also responsible for other Duties/Projects as assigned by business management as needed.

Preferred Qualifications

• Less than 2 years Prior call center experience Preferred
• Project Management (Preferred)
• Reporting & Analysis (Preferred)